SAP Applications & Desktop Support – SAP

Location: Swindon

Contract duration: 3 months initially

Rate: TBC

An excellent opportunity has arisen with our Client based in Swindon. We are looking for a new team member to report to the Team Leader providing 1st and 2nd line Application and Desktop support. The successful person will provide excellent customer service skills, with excellent basic troubleshooting SAP experience.

As a primary communication point between the support team, and the development and / or Infrastructure team, the role requires excellent technical, analytical, and problem-solving skills on a 1st & 2nd line basis to interact with both internal users and customers.

This is office based in Swindon during normal business hours, and will also be part of the on-call rota for out of hours support.

Key Responsibilities:

• Highly focused on customer service ensuring the customer experience is always first class and is a role model and mentor for other team members
• Extremely organised with a demonstrable attention to detail when responding to customer queries, requests and logged incidents
• Acts as the point of contact for incidents logged with third parties and is the escalation point through to final resolution
• Provides regular email communications to the business on the status of major incidents   
• Provides cover in the absence of the Team Lead
• Actively monitors the Service Now queues to ensure ticket volumes are kept to a minimum and don’t breach service levels
• Monitors SAP batch jobs ensuring periodic checks are carried out and any errors are resolved   
• Produces monthly management dashboard reports
• Continually improves user satisfaction (survey results used as a key indicator)   

• Proposes improved service delivery procedures and processes in line with best practice and continuous improvement projects

Knowledge & Experience:

• Minimum of 3 years of experience supporting Tier 1 Applications (i.e. SAP) at 1^st and 2^nd level
• Minimum of 2 years of experience in a customer facing role in a corporate environment
• 2 years within an IT service delivery team
• Demonstrable track record of consistent first time incident fixes within service levels
• Experience of successful external client relationships and third party vendor management
• Exemplary customer facing skills and a good team player
• Excellent communication skills both written and verbal
• Adept at supporting IT projects from both the application and desktop support perspectives

If interested, please submit your CV for consideration.

Service Desk Support - 1st Line, ITIL

Swindon

3 months (FT Monday – Friday)

£110 per day

A fantastic new opening has arisen with our client who are keen to hire a 1^st Line/Customer Service IT Support. The successful person will provide excellent 1^st line support in the form of ticket triage, resolution and handling, for both internal staff and external customers.

The successful person will be an individual who has a desire to provide a high-quality level of Customer Service, along with understanding and experience of 1^st Line Level IT Support.

Duties:-

• Acting as the first point of contact and triage for all phone calls, emails and Service Now tickets into the team
• Receive, log and manage calls from internal employee’s and external customers via telephone and email
• Escalate calls that are due to breach to the appropriate resolving team
• Be able to communicate effective written and verbal internal updates or notifications
• Take ownership of user requests and follow up the status of orders and deliveries with the procurement team and communicate progress in a timely manner
• Be the initial face of the IT Support team and first point of contact for all customer office walk-ups
• Maintain a high level of customer service for all support queries and adhere to all service management principles (i.e. ITIL)
• Knowledge of MS Office applications  - (Exchange, Excel, Word, PowerPoint)
• Compose the IT Support monthly report (e.g. system availability, call stats
• Updating and publishing support procedural documentation to assist other team members and provide training if required
• Support new starter and leaver requests – the co-ordination of laptop, desktop, mobile phone, desk phone, user account details
• Responsible for appropriate escalation to the Head of Service Delivery as appropriate
• Suggest ways of improving service to ultimately drive down incident volumes

Requirements:-

• Excellent communication skills and telephone manner
• Excellent organisational skills – able to plan and prioritise
• Previous IT Service Desk and/or Call Centre experience would be desirable
• Incident & Request Management experience to meet SLAs and business expectations
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
• You will have a proven track record of delivering first class customer service
• ITIL qualified is preferable but not essential
• Capable of working on own initiative
• Able to collaborate with internal and external stakeholders and SME’s
• Competent in dealing with third party suppliers
• Clear and concise communication skills at all levels in an organisation
• Excellent inter-personal and listening skills
• Ability to work accurately, with great attention to detail, making sound and rational decisions in a pressured environment

If interested, please apply with your updated CV.